Difference between revisions of "Managing Business Disruptions"
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This page lists Beds24 tools and functions and links to resources helping during exceptional circumstances. | This page lists Beds24 tools and functions and links to resources helping during exceptional circumstances. | ||
| + | |||
| + | [[File:recovering-Covid19.mp4|640px]] | ||
__TOC__ | __TOC__ | ||
| + | =Adjust to changed demand= | ||
| + | ==Block days between bookings== | ||
| + | The setting "Block Dates after Check-out" in {{#fas:cog}} (SETTINGS) PROPERTIES > ROOMS > SETUP allow to block days between departure and the next arrival to allow for cleaning. | ||
| + | |||
| + | <span style=color:#fe746c;“ >{{#fas:exclamation-triangle}} </span> This option is only suitable for rooms with a quantity of one, the logic will not work correctly with room types with a quantity greater than one. | ||
==Accept requests only instead of confirmed direct bookings== | ==Accept requests only instead of confirmed direct bookings== | ||
| − | In SETTINGS | + | In {{#fas:cog}} (SETTINGS) PROPERTIES > BOOKING RULES you can change your „Booking Type“ to „Request“. This means that guests enquire and you confirm or decline each booking manually. |
<span style=color:#fe746c;“ >{{#fas:exclamation-triangle}} </span> This setting will apply only to direct online bookings. | <span style=color:#fe746c;“ >{{#fas:exclamation-triangle}} </span> This setting will apply only to direct online bookings. | ||
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If your bookings are normally not cancellable you could add an additional offer with a cancellable price. This [[Offers |help page]] explains how to set up additional offers. | If your bookings are normally not cancellable you could add an additional offer with a cancellable price. This [[Offers |help page]] explains how to set up additional offers. | ||
| − | == | + | ==Offer guests refund protection for non-refundable bookings== |
| − | + | f you activate Refund Protect in {{#fas:cog}} (SETTINGS) BOOKING ENGINE > UPSELL ITEMS your guests will be able to buy an optional refund protection which will cover them if they need to cancel a non-refundable booking. | |
| + | |||
| + | For more information please see [https://wiki.beds24.com/index.php/RefundProtect here]. | ||
| − | ==Attract last-minute bookers== | + | ==Attract last-minute and long-term bookers== |
| − | + | If you suffer from a lack of tourist demand consider: | |
| + | *removing or reducing minimum days until check-in rules set in your Daily Prices and Fixed Prices and same day booking cut off in {{#fas:cog}} (SETTINGS) PROPERTIES > BOOKING RULES to allow last minute bookings. | ||
| + | *Attracting long-term stays with long-stay discounts. | ||
==Make sure guests can book for next year== | ==Make sure guests can book for next year== | ||
| − | While cancelling their next trips many guests are already booking ahead for next year. Open up for sale by adding prices for more than a year ahead by adding prices and increasing the "Max Days in Advance" setting when using | + | While cancelling their next trips many guests are already booking ahead even for next year. Open up for sale by adding prices for more than a year ahead by adding prices and increasing the "Max Days in Advance" setting when using Fixed Prices. If you set "Export data" = 2 years in {{#fas:cog}} (SETTINGS) CHANNEL MANAGER we will send data as far ahead to the channel as they allow. |
| − | == | + | ==Update your website, booking page and listings == |
| − | + | Update headlines and descriptions on your booking page and OTAs so guests know which measures you take and what you offer at the moment. | |
| + | |||
| + | <span style="color: #f3e504; font-size: 250%;" >{{#fas:lightbulb}} </span> Airbnb, Booking.com, Expedia, Tripadvisor, VRBO and many other platforms have created special features you can add and programs you can join. Participating in these initiatives can significantly increase bookings. | ||
| + | |||
| + | ==Offer self-check-in == | ||
| + | You can set up Auto Action Emails in {{#fas:cog}} (SETTINGS)) GUEST MANAGEMENT > AUTO ACTIONS to give instructions how guests can retrieve keys or entry codes. | ||
| + | |||
| + | We also integrate with several [[:category:Self-Check-in|partners]] who offer self check-in solutions. | ||
| + | |||
| + | ==Take advantage of Google Hotel Ads free booking links and lowered limits on bids == | ||
| + | Beds24 has partnered with Google for an experiment with free booking links.We are happy to announce that Google has now officially launched free booking links as a permanent option. | ||
| + | |||
| + | As official Google Hotel Ads partner Beds24 can distribute your direct rates and inventory on Hotel Search by Google. | ||
| + | * You get a direct connection to Google with the best rate coverage and real time prices
| ||
| + | * Display your hotels’ direct rates and availability on Google Search and Maps
| ||
| + | |||
| + | Go to {{#fas:cog}} (SETTINGS) CHANNEL MANAGER > GOOGLE HOTEL ADS and set „Notify“ = Notify for your most economic double room to benefit from Googles free booking links. | ||
| − | + | If you want to go one step further and increase your visibility you can add a commission bid. | |
| − | + | Google has lowered the limit on commission bids. If you do not have many OTAs bidding against you you can get bookings for a 4% bid. | |
| − | If you do not | ||
| − | == | + | ==Contact previous guests== |
| − | Use | + | Use our integration with Mailchimp {{#fas:cog}} (SETTINGS) APPS & INTEGRATIONS > MAILCHIMP to automatically update your mailing list. Alternatively you can download bookings as a .csv file to use in another system. |
| − | == | + | ==Automatically adjust prices== |
| − | + | If you do not use dynamic pricing via Pricelabs or RoomPriceGenie you can use the yield optimizer in PRICES > YIELD OPTIMIZER to automatically adjust prices based on availability. | |
==Evaluate alternative rental options== | ==Evaluate alternative rental options== | ||
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*Offer accommodation to people who normally live together but need alternative accommodation at the moment. | *Offer accommodation to people who normally live together but need alternative accommodation at the moment. | ||
| − | == | + | =Manage cancellations and existing bookings= |
| − | + | ==Incentivize re-bookings with vouchers== | |
| + | If cancellations are inevitable you can issue gift/deposit vouchers which allow guests who cancelled or whom you had to cancel to future dates with a discount. This [[Voucher_Codes |tutorial explains how to set up gift vouchers]]. | ||
| + | |||
| + | ==Keep guests informed == | ||
| + | Use [[Auto_Actions | Auto Actions]] to keep guests informed on developments regarding their booking or to assure them about the measures you have taken. | ||
| + | |||
| + | ==Create reports on cancelled bookings== | ||
| + | We have added a new column "Cancel Date" in REPORTS >CUSTOM REPORTS which allows you to create reports on cancelled bookings. | ||
| + | |||
| + | =Use Automation to reduce contact= | ||
| + | Automated messaging and self-check-in can make processes contact-less. See this page for [[:Category:Automation|more information on what you can automate]]. | ||
| + | =Adjust Channel Manager= | ||
==Close or reduce availability at channels== | ==Close or reduce availability at channels== | ||
If you accept direct bookings or requests but do not want to sell all rooms or any rooms at OTAs at the moment you can reduce or close availability at the channels via SETTINGS->CHANNEL MANAGER->CHANNEL INVENTORY. Check on the channels web sites that the inventory is actually closed. | If you accept direct bookings or requests but do not want to sell all rooms or any rooms at OTAs at the moment you can reduce or close availability at the channels via SETTINGS->CHANNEL MANAGER->CHANNEL INVENTORY. Check on the channels web sites that the inventory is actually closed. | ||
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If you want to close the availability at the channels close the availability in Beds24 first. Check at the channels that the rooms are closed. You can then disconnect in the channel. | If you want to close the availability at the channels close the availability in Beds24 first. Check at the channels that the rooms are closed. You can then disconnect in the channel. | ||
| − | You find information on how to do this on the channel help pages for example for Booking.com when you go to SETTINGS | + | You find information on how to do this on the channel help pages for example for Booking.com when you go to {{#fas:cog}} (SETTINGS) CHANNEL MANAGER > BOOKING.COM and then click on HELP in the top right. |
<span style=color:#fe746c;“ >{{#fas:exclamation-triangle}} </span> Disconnecting a channel in Beds24 first will not close the property/rooms at the channels. | <span style=color:#fe746c;“ >{{#fas:exclamation-triangle}} </span> Disconnecting a channel in Beds24 first will not close the property/rooms at the channels. | ||
| − | + | =What you can do if you are forced to close= | |
| − | + | ==Close your property for new bookings== | |
| − | |||
| − | |||
| − | |||
You can set a „Blackout“ in the CALENDAR to close your property for new bookings for a certain period. | You can set a „Blackout“ in the CALENDAR to close your property for new bookings for a certain period. | ||
For other methods to close a property please see [[Close_Rooms |here]]. | For other methods to close a property please see [[Close_Rooms |here]]. | ||
| − | + | ==Cancel existing bookings== | |
| − | + | ===Direct bookings=== | |
Best is to deal with every guest individually. If you can not handle the process individually you can set up an Auto Action which changes the status of the booking to „Cancelled“ and sends an Email to the guest. Click [[Auto_Actions#Automatically_change_the_status_of_all_upcoming_direct_bookings_to_.22Cancelled.22_and_send_an_Email_to_the_guest |here]] for instructions. | Best is to deal with every guest individually. If you can not handle the process individually you can set up an Auto Action which changes the status of the booking to „Cancelled“ and sends an Email to the guest. Click [[Auto_Actions#Automatically_change_the_status_of_all_upcoming_direct_bookings_to_.22Cancelled.22_and_send_an_Email_to_the_guest |here]] for instructions. | ||
| − | + | ===OTA bookings=== | |
For most OTAs cancellations have to be made in the OTAs. Check which each OTA what their conditions are right now. | For most OTAs cancellations have to be made in the OTAs. Check which each OTA what their conditions are right now. | ||
| − | + | ==Reduce Beds24 fees when you are closed== | |
You can lower the number of rooms and if you have remove sub accounts and disconnect channels. If you use optional extras like integrations, SMS booking notifications, private label booking pages you can deactivate these as well. | You can lower the number of rooms and if you have remove sub accounts and disconnect channels. If you use optional extras like integrations, SMS booking notifications, private label booking pages you can deactivate these as well. | ||
If you keep the channels open after disconnecting them you will need to manage your bookings and your availability manually. | If you keep the channels open after disconnecting them you will need to manage your bookings and your availability manually. | ||
| − | ==Resources | + | =Changes in the rate of value added tax= |
| − | Our partner Pricelabs provides data on | + | You change the VAT rate in {{#fas:cog}} (SETTINGS) PROPERTIES > BOOKING RULES. Also check the VAT for your upsells in {{#fas:cog}} (SETTINGS) BOOKING ENGINE > UPSELL ITEMS . |
| + | |||
| + | VAT can also be changed via the API (JSON propertyContent). | ||
| + | |||
| + | <span style=color:#fe746c;" >{{#fas:exclamation-triangle}} </span> Changes take effect immediately on all bookings made after the tax rate has been changed. | ||
| + | |||
| + | =Resources= | ||
| + | Our partner Pricelabs provides data on recovery trends at https://youtu.be/fRhOxq9urxw | ||
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[https://blog.beds24.com/wp-content/uploads/2020/04/767c1944-e225-4e45-a34d-f1e61ea6b352.pdf Download Airbnb Corona Toolkit] | [https://blog.beds24.com/wp-content/uploads/2020/04/767c1944-e225-4e45-a34d-f1e61ea6b352.pdf Download Airbnb Corona Toolkit] | ||
| − | [https://partner.booking.com/en-gb/help/legal-security/important-information-regarding-coronavirus Booking.com information regarding the Coronavirus] | + | [https://partner.booking.com/en-gb/rebuilding-together?utm_source=newsletter&utm_medium=email&utm_campaign=june_20&mkt_tok=eyJpIjoiTjJFMk1USXlZekEyTVRBdyIsInQiOiI2V3lVVmpIU0lCWEFGbFVMZnhpeEhQbnM4T0ZQdkhDXC9EMnVJM1RZMjBBY3NBZDZReFhSdFZsaStyY3ZjQ0EwMm44QTdUT0FESGY0S3lYK1J6QVExUFJWdVJuZ3BNbXYwZWRla1wvSWlTZW9PdmNlSHhuQ0w0ZlJneFM0WjlaYmd0In0%3D Booking.com Recovery] |
| + | |||
| + | [https://partner.booking.com/en-gb/help/legal-security/important-information-regarding-coronavirus Booking.com information regarding the Coronavirus | ||
| + | |||
| + | [https://attractingtodaystravelereurope.splashthat.com VRBO/Homeaway Rise and Shine Webinar] | ||
[https://www.vrbo.com/discoveryhub/tips-and-resources/improve-performance/covid-19-FAQs?userType=ipm VRBO/Homeaway FAQ] | [https://www.vrbo.com/discoveryhub/tips-and-resources/improve-performance/covid-19-FAQs?userType=ipm VRBO/Homeaway FAQ] | ||
| + | |||
| + | [https://www.vrbo.com/discoveryhub/tips-and-resources/improve-performance/clean-disinfect-standards?userType=ipm VRBO/Homeaway Health and Safety Guidelines] | ||
| + | |||
| + | [https://support.stripe.com/questions/covid-19-dispute-response-guidance Stripe dispute guideline] | ||
Latest revision as of 23:06, 8 January 2024
This page lists Beds24 tools and functions and links to resources helping during exceptional circumstances.
Contents
- 1 Adjust to changed demand
- 1.1 Block days between bookings
- 1.2 Accept requests only instead of confirmed direct bookings
- 1.3 Offer cancellable bookings
- 1.4 Offer guests refund protection for non-refundable bookings
- 1.5 Attract last-minute and long-term bookers
- 1.6 Make sure guests can book for next year
- 1.7 Update your website, booking page and listings
- 1.8 Offer self-check-in
- 1.9 Take advantage of Google Hotel Ads free booking links and lowered limits on bids
- 1.10 Contact previous guests
- 1.11 Automatically adjust prices
- 1.12 Evaluate alternative rental options
- 2 Manage cancellations and existing bookings
- 3 Use Automation to reduce contact
- 4 Adjust Channel Manager
- 5 What you can do if you are forced to close
- 6 Changes in the rate of value added tax
- 7 Resources
1 Adjust to changed demand
1.1 Block days between bookings
The setting "Block Dates after Check-out" in (SETTINGS) PROPERTIES > ROOMS > SETUP allow to block days between departure and the next arrival to allow for cleaning.
This option is only suitable for rooms with a quantity of one, the logic will not work correctly with room types with a quantity greater than one.
1.2 Accept requests only instead of confirmed direct bookings
In (SETTINGS) PROPERTIES > BOOKING RULES you can change your „Booking Type“ to „Request“. This means that guests enquire and you confirm or decline each booking manually.
This setting will apply only to direct online bookings.
1.3 Offer cancellable bookings
If your bookings are normally not cancellable you could add an additional offer with a cancellable price. This help page explains how to set up additional offers.
1.4 Offer guests refund protection for non-refundable bookings
f you activate Refund Protect in (SETTINGS) BOOKING ENGINE > UPSELL ITEMS your guests will be able to buy an optional refund protection which will cover them if they need to cancel a non-refundable booking.
For more information please see here.
1.5 Attract last-minute and long-term bookers
If you suffer from a lack of tourist demand consider:
- removing or reducing minimum days until check-in rules set in your Daily Prices and Fixed Prices and same day booking cut off in (SETTINGS) PROPERTIES > BOOKING RULES to allow last minute bookings.
- Attracting long-term stays with long-stay discounts.
1.6 Make sure guests can book for next year
While cancelling their next trips many guests are already booking ahead even for next year. Open up for sale by adding prices for more than a year ahead by adding prices and increasing the "Max Days in Advance" setting when using Fixed Prices. If you set "Export data" = 2 years in (SETTINGS) CHANNEL MANAGER we will send data as far ahead to the channel as they allow.
1.7 Update your website, booking page and listings
Update headlines and descriptions on your booking page and OTAs so guests know which measures you take and what you offer at the moment.
Airbnb, Booking.com, Expedia, Tripadvisor, VRBO and many other platforms have created special features you can add and programs you can join. Participating in these initiatives can significantly increase bookings.
1.8 Offer self-check-in
You can set up Auto Action Emails in (SETTINGS)) GUEST MANAGEMENT > AUTO ACTIONS to give instructions how guests can retrieve keys or entry codes.
We also integrate with several partners who offer self check-in solutions.
1.9 Take advantage of Google Hotel Ads free booking links and lowered limits on bids
Beds24 has partnered with Google for an experiment with free booking links.We are happy to announce that Google has now officially launched free booking links as a permanent option.
As official Google Hotel Ads partner Beds24 can distribute your direct rates and inventory on Hotel Search by Google.
- You get a direct connection to Google with the best rate coverage and real time prices
- Display your hotels’ direct rates and availability on Google Search and Maps
Go to (SETTINGS) CHANNEL MANAGER > GOOGLE HOTEL ADS and set „Notify“ = Notify for your most economic double room to benefit from Googles free booking links.
If you want to go one step further and increase your visibility you can add a commission bid.
Google has lowered the limit on commission bids. If you do not have many OTAs bidding against you you can get bookings for a 4% bid.
1.10 Contact previous guests
Use our integration with Mailchimp (SETTINGS) APPS & INTEGRATIONS > MAILCHIMP to automatically update your mailing list. Alternatively you can download bookings as a .csv file to use in another system.
1.11 Automatically adjust prices
If you do not use dynamic pricing via Pricelabs or RoomPriceGenie you can use the yield optimizer in PRICES > YIELD OPTIMIZER to automatically adjust prices based on availability.
1.12 Evaluate alternative rental options
In many areas there is still a demand for accommodation which under normal circumstances might not be considered lucrative but can now help to cover costs.
- Attract guests who need longer term temporary accommodation by extending maximum stays and offering discounts for longer stays.
- Offer day use with limited service as "homeoffice" for people need a place to work.
- Offer accommodation to guests who want to isolate themselves.
- Offer accommodation to people who normally live together but need alternative accommodation at the moment.
2 Manage cancellations and existing bookings
2.1 Incentivize re-bookings with vouchers
If cancellations are inevitable you can issue gift/deposit vouchers which allow guests who cancelled or whom you had to cancel to future dates with a discount. This tutorial explains how to set up gift vouchers.
2.2 Keep guests informed
Use Auto Actions to keep guests informed on developments regarding their booking or to assure them about the measures you have taken.
2.3 Create reports on cancelled bookings
We have added a new column "Cancel Date" in REPORTS >CUSTOM REPORTS which allows you to create reports on cancelled bookings.
3 Use Automation to reduce contact
Automated messaging and self-check-in can make processes contact-less. See this page for more information on what you can automate.
4 Adjust Channel Manager
4.1 Close or reduce availability at channels
If you accept direct bookings or requests but do not want to sell all rooms or any rooms at OTAs at the moment you can reduce or close availability at the channels via SETTINGS->CHANNEL MANAGER->CHANNEL INVENTORY. Check on the channels web sites that the inventory is actually closed.
4.2 Completely disconnect channels
If you want to close the availability at the channels close the availability in Beds24 first. Check at the channels that the rooms are closed. You can then disconnect in the channel.
You find information on how to do this on the channel help pages for example for Booking.com when you go to (SETTINGS) CHANNEL MANAGER > BOOKING.COM and then click on HELP in the top right.
Disconnecting a channel in Beds24 first will not close the property/rooms at the channels.
5 What you can do if you are forced to close
5.1 Close your property for new bookings
You can set a „Blackout“ in the CALENDAR to close your property for new bookings for a certain period.
For other methods to close a property please see here.
5.2 Cancel existing bookings
5.2.1 Direct bookings
Best is to deal with every guest individually. If you can not handle the process individually you can set up an Auto Action which changes the status of the booking to „Cancelled“ and sends an Email to the guest. Click here for instructions.
5.2.2 OTA bookings
For most OTAs cancellations have to be made in the OTAs. Check which each OTA what their conditions are right now.
5.3 Reduce Beds24 fees when you are closed
You can lower the number of rooms and if you have remove sub accounts and disconnect channels. If you use optional extras like integrations, SMS booking notifications, private label booking pages you can deactivate these as well.
If you keep the channels open after disconnecting them you will need to manage your bookings and your availability manually.
6 Changes in the rate of value added tax
You change the VAT rate in (SETTINGS) PROPERTIES > BOOKING RULES. Also check the VAT for your upsells in (SETTINGS) BOOKING ENGINE > UPSELL ITEMS .
VAT can also be changed via the API (JSON propertyContent).
Changes take effect immediately on all bookings made after the tax rate has been changed.
7 Resources
Our partner Pricelabs provides data on recovery trends at https://youtu.be/fRhOxq9urxw
Many OTAs have launched specific programmes and provide help and advice.
Airbnb Corona Virus Resource Center
Download Airbnb Corona Toolkit
[https://partner.booking.com/en-gb/help/legal-security/important-information-regarding-coronavirus Booking.com information regarding the Coronavirus
VRBO/Homeaway Rise and Shine Webinar
